Re: Bronze vs. Silver support

Hi Harry,

    The following is a true story. (It happened to me)

    Bronze support is fine until ---

        Friday afternoon at 5:15 you get a strange message, do some quick research and realize your database is in trouble -- big time.

        You call the support number and key in your CSI number.

        A recorded message tells you that your support hours are 8:00 to 5:00 local time Monday through Friday and you can't get through to a human who can help you.

The only good outcome was that I was able to get an upgrade from bronze to silver through four levels of approval and e-mailed to Oracle in less than half-a-day -- and this in a company that ordinarily takes anywhere from a week to a month to cut a PO.

    My recommendation to you is to ask management if they can live without the system after hours and on weekends in the event of a problem. If they tell you yes go to bronze and convince yourself that you will still relax over the weekend knowing that YOUR system is down.

regards

Jerry Gitomer

Harry Boswell wrote in message ...
>Are any of you using Bronze support? If so, are you satisfied
>with it? If you're using Silver, did you consider Bronze?
>What persuaded you to go with Silver?
>
>I've always had the equivalent of Silver support, but the
>management and finance types are basically asking me to prove
>that Bronze wouldn't work. They have this idea that we could
>use Bronze, and if the problem wasn't solved by 5, switch to
>a pay-per-incident type of support for that problem. Does
>Oracle even offer this?
>
>Thanks,
>Harry
>
>--
>Harry Boswell hboswell_at_netdoor.com
>USDA Zone 8 (Mississippi USA)
>Home Page: http://www2.netdoor.com/~hboswell
Received on Thu Jun 17 1999 - 11:35:11 CDT